Returns, Cancellations & Refund Policy
SoftPro is committed to 100% customer satisfaction. If you are unsatisfied for any reason, you may return your purchase within 60 days of the ship date.
SoftPro Water Treatment (“Company”) guarantees that your new water conditioner is built of quality material and workmanship. When properly installed and maintained, it will give years of trouble free service.
6 Month Satisfaction Guarantee Extension
Our 6 Month Satisfaction Guarantee is Extended to Residential SoftPro products. It’s simple… If you are not satisfied, we accept the return of all SoftPro brand items in their original and undamaged condition for a full refund within six (6) months of the ship date. Shipping charges are not refundable. Return shipping charges will be endured by the customer, and Quality Water Treatment has the right to charge a 25% restock fee for all returned items. Excludes commercial or custom-build products, and consumables/ media.
General Refund Policy:
Our refund policy is eligible for 60 days from the time of your ship date.
- Refunds or exchanges will not be accepted after the 60 days.
- Items are subject to a 25% restocking fee and shipping costs are non-refundable.
- If you believe your package was damaged in shipping, we require that you contact us within 5 days of delivery and we will work with you to quickly resolve the issue.
- Opened items or installed items may not be eligible.
- Not applicable to Berkey® or Kangen products. These products are warrantied by the manufacturer. Returns are not accepted.
Simple Return / Exchange Process:
- If item is defective or damaged in shipping, we will issue a pre-paid return shipping label. In all other cases, buyer is responsible for return shipping and may ship back the item using the carrier of his/her choice.
To be eligible for a return, your item must be:
- unused, in the same condition that you received it,
- in the original packaging, and
- include proof or purchase.
You can cancel your order for any item provided that the order has not entered the shipping process subject to a 6% cancellation fee.
To request a cancellation of your order please contact customer service immediately at (866) 278-4130.
- If the item you want to cancel has already entered the shipping process, it cannot be cancelled by you or by our customer service department.
- Any order cancelled prior to shipment will be charged a 6% cancellation fee. A cancellation fee is due because products are built and pre-programmed by our team members for your specific order.
We will supply you with a RMA number and a ship to address.
- You will be responsible for paying for the shipping costs for returning your item.
- Total Refund Amount will have the applicable shipping costs of the item to you deducted from your total refund. Shipping costs are non-refundable.
- Refused deliveries or returned orders will be charged a 30% restock fee plus original and returned shipping costs.
Once your return is received and inspected, we will immediately email whether your refund has been approved or rejected.
If your refund is approved, we will credit your refund amount directly back to your debit/credit card or original method of payment. Please allow 3 to 7 days.
If you have not received a refund, please re-check your bank or credit card account. Your bank or credit card company may hold the refund for some time before your refund is officially processed and posted to your account.
If there is no record or processing from your bank or credit card, please email us to review.
If you have questions on these policies, please contact us.